I want to introduce the level 5 case acceptance system
If you recall, a system has multiple components. All components are essential and there's a specific sequence for implementation
In the level 5 case presentation system, there are key elements that need to be understood if you want to be effective at moving your patient down the patient development continuum
Case acceptance isn't the only goal of this system; referral intensity is another important objective
There are 7 steps to the system:
Preempts/Preframing
Getting referrals and feedback
Takes place in the consultation
Two categories of preempts:
Preemptive Plans - insurance shortfall prevention
Preemptive Scripts - “we don't push” script, “my job; your job” script, “alternatives to ideal treatment” script, “patient feedback negotiation” script, “referral negotiation” script
Preemptive Action: Applies to assertive and non-assertive personality types
Compliance strategy that involves identifying known areas of confrontation or predictable patient turn-offs and then finding out where this negative information can be safely introduced
Overcome the objections before they're even raised
This prevents the patient from becoming negative and closing off
Two areas of patient stress that can be addressed with preempts:
Financial - cost being more than the patient expected. Address with insurance shortfall prevention
Treatment Overwhelm - patient's predictable, negative response to hearing that they need more treatment than they were expecting
Back-up and think about the best time to introduce the bad news. The initial phone call is NOT the ideal time to give bad news
You want to present this information when the patient has completed and is handing in their health history - if you got their insurance information prior
You can also do it on the second visit when you do your case presentation:
Diagnostic Presentation
The First Close
Questions and Objections
The Second Close
Financial Arrangements
Scheduling Treatment
To successfully negotiate your position, you have to understand your opponents position better than they do
It takes far less energy to process patients in the preemptive environment than it does in a confronting environment. It just takes more energy to get it set-up and implemented
Engaging in preemptive activities is next to impossible if you routinely run understaffed.